Order Management (OM) Agent

Expeditors•Plainfield, IN

About The Position

To create a best in class Order Management and Delivery Management customer experience through coordinated efforts with the OM manager, operations, and account management. By understanding the customer’s business, needs, and expectations the Order Management and Delivery Management Agent will maintain day-to-day operations, execute on retention strategy, and cultivate relationships with customers. Collaboration with customers, ocean agents, and service providers is another key area of responsibility.

Requirements

2+ years transportation or related logistics experience preferred.
Effective problem solving and strong analytical skills
Excellent oral and written communication skills.
Strong organizational skills, ability to juggle multiple priorities effectively.
Attention to detail.
The ability to follow through with tasks.
Drive for continuous improvements.
Expert or ability to become an expert in Microsoft Excel and PowerBI

Nice To Haves

Operations/Industry Knowledge preferred

Responsibilities

Maintain an exceptional customer experience through proactive, solution-based customer service
Perform active exception management according to our business and customer KPIs using current customer and product dashboards
Manage high volume inbox and anticipate customer needs
Use creativity and technical skills to analyze customer data, identify trends within the data, and develop strategies to improve the customer’s supply chain based on these findings
Understand, communicate, and execute on customer expectations on a daily basis
Assist in creating and maintaining customer SOPs to align with their expectation
Drive customer engagement with Expeditors’ tools, systems, and dashboards and provide technical assistance to customers as needed
Support the final leg of import containers when Expeditors is responsible for delivery. Proactively communicates with service providers, customers, and product.
Create delivery orders and dispatch to service providers in a timely fashion.
Using workflow, monitor arrivals, issue pick up numbers
Using workflow, monitor out gate, dwell time at the rail, clear rail storage as needed
Using workflow, monitor/manage appointment deliveries and empty returns. Exception management and resolve issues quickly.
Assist in developing new strategies for maintaining or improving quality-of-service.
Focus on increasing profit and minimizing costs.
Be a role model of integrity and pride for all employees.
Accurate and timely billing of customers and vendors.
Make sure department deadlines are being met in a timely manner.
Manage intercompany accounting discrepancies
Be involved and suggest system/process improvements.
Data entry into our proprietary operating system.
Monitor shipment reports to ensure total customer satisfaction.